Improving Performance in the Academic Library using Baldrige Award Criteria
1. Improving Performance in the Academic Library using Baldrige Award Criteria Presenter: John Potter, Librarian ITT Technical Institute/Grand Rapids, MI
9. Daily Daily/ Monthly Ad hoc Quarterly Frequency Circulation trends kept in database to determine pattern use, correlate with promotions. Complaints resolved within goal time of 24 hrs. Data analyzed monthly. Operations Cmte facilitates these focus groups to understand how improvements can be made Staff analyzes information, makes recommendations Relative Importance to Relationship Decisions Data collected daily about reference and circulation use. Data Collection Library supplies a card with each reference request to solicit comments on quality and timeliness Comment Cards Faculty-Librarian partnership discussions held to determine changing learning requirements. Focus Groups Staff assists with quarterly survey on past service and projected demand Faculty Survey Information Collected and Shared Needs Determination Methods
10. Recommended: The Measure of Library Excellence: Linking the Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality By Despina Dapias Wilson (2007) ISBN 978-0786430369
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